Dolon Darpan Mahmud

Highly skilled and motivated Information Technology professional with demonstrated eight years of experience in the management, design, installation, upgrading, troubleshooting, repair, and replacement of a wide variety of IT systems, networks, hardware, and software. A team player with strong organizational expertise, attention to detail, and a demonstrated ability to succeed in a high paced and demanding environment. Self-motivated with proven success managing multiple priorities effectively, and meeting deadlines and resource requirements.

Tax Examining Technician (Multiple Departments) - Internal Revenue Service (IRS)

(2020-01)

• Provide assistance on inquiries initiated by taxpayers by determining information needed to resolve inquiries, and researching pertinent tax data through IDRS, accounting records, telephone contact, IRS officials or other agencies.
• Take corrective actions to close a case, such as adjusting taxpayer's account, recomputing tax liability, and preparing manual refunds.
• Refer possible violations of tax law or cases requiring examination determinations or legal determinations of the tax code.
• Responds to taxpayer's inquiries regarding preparation of a variety of tax returns, related schedules, and other documentation; resolves account inquiries; advises taxpayers of enforcement actions; manages sensitive case problems designated as requiring special case handling.
• Analyzes and resolves tax processing problems using research methods beyond information submitted by the taxpayer to manually reconstruct and compile tax records in determining tax liability or refund entitlement. Identifies, accepts, or rejects claims. Identifies, relates, and cites tax law and case actions.
• Adjusts current and prior year tax accounts involving complex account interrelationships or codes to override, controls, retrieve data, and construct records from frozen accounts. Calculates taxes, penalties, and interest.
• Identifies gaps in internal procedures and processing methods.
• Analyzes and resolves tax processing problems. Adjusts taxpayer accounts, prepares and issues manual refunds, performs multiple credit transfers, computes tax, penalty, and interest (including restricted interest).
• Requests and reviews Integrated Data Retrieval System (IDRS)/AIMS printouts and transcripts, as necessary, to aid in processing cases. Makes preliminary determinations regarding the type of case and the appropriate actions to be taken.
• Completes procedural and limited technical review of certain Examination cases involving simple tax issues. Decides whether conclusions reached by the examiner are following statutory provisions, procedural and policy requirements.
• Secures payment of delinquent taxes and filing of delinquent returns. Recommends lien and/or levy action, includes initiating supporting information for release.
• Served as a technical advisor, OJI coach, classroom instructor, or reviewer, and provide technical assistance on systemic problems and inconsistencies in IRMs.
• Extensive knowledge about IDRS tool and others like IAT.

Information Technology Specialist (CUST) - U.S Department of Veterans Affairs

(2018-01 - 2020-12)

• Conducting numerous trainings, business process reviews, IPT presentations, management, and CMS wide presentations.
• Operating and administering business software, preparing and generates system reports and other output.
• Coordinating software system updates and upgrades, preparing test protocols, and performing data validation and quality checks.
• Assessing user technology requirements and investigating products and services to meet user needs.
• Comparing and contrasting the competing software and hardware products, and documenting findings.
• Configuring, delivering, and educating employees on new and old software.
• Providing training and usage instruction to ensure users are productive with business software.
• Develop and manage effective working relationships with both internal and external customers who use the case management and financial management systems.
• Develop or assist in the development of physical database design, addressing performance criteria and standards.
• Serving as point of contact for all IT FMBT initiatives development and implementation.
• Work closely with General Manager to oversee and manage daily operations to meet established goals.
• Develop and implement programs to ensure that systems, network, and data users are aware, understand, and follow network IA policies and procedures.
• Project Manager - Providing support for IT activities that relate to technical and non-technical enterprise IT project management functions.
• Assist management with budgeting, staffing, and purchasing for the IT Network Services Team.
• Shall work with the Network engineering and IA section to coordinate all VTC-related network changes well in advance of implementation.

Information Tech & Spec (APPL Software) - U.S Department of Homeland Security

(2016-01 - 2018-12)

• Ensure that all user service requests are logged, processed, and monitored according to company procedures and within SLA.
• Manage one's own time to balance incident workload and drive progress of non-incident projects and initiatives.
• Become a subject matter expert for various products used within the business.
• Navigate the internal IT organization to proactively obtain information about internal and third-party applications, to quickly organize incident response teams in the event of technology outages.
• Will be assigned to a variety of business units to act as the technical point of contact. The Specialist will be responsible for day-to-day technical support and global IT projects for the business.
• Provide regular status reports to management.
• Ensure documentation is kept up-to-date and accurate.
• Provide technical resolutions to overcome any project specific challenges. Manage and maintain KSM to support other QM team members.
• Reported the bugs, e-mail notifications to the developers using the JIRA. Review and triage defects with Developers to monitor defects open and fix ratio.
• Provide estimation, cost and resource allocation for any upcoming projects.
• Performed interactive walkthroughs of test scripts with developers, business users and Business Analysts.
• Participated in the team meetings to discuss the issues arising out of testing.

Information Technology Specialist (Quality Assurance) - AT&T

(2014-01 - 2016-12)

• Developing or refining organizational performance measurement or security metrics.
• Providing solutions and problem resolution to customers, with a strong sense of commitment and drive towards customer service.
• Providing cyber security support, such as risk benefit analysis of information technology security.
• Collaborating with all levels of senior management at multiple organizations to meet organizational IT goals and expectations.
• Presenting technical and non-technical information to peers, managers, and executives and working collaboratively across large enterprises or industry sectors.
• Worked closely with software developers, engineers in defects tracking.
• Performed Data Validation using SQL, Defect Resolution and Maintenance.
• Worked extensively with Rational tool for creating Test Plans, Test Cases, Test Design, Test Inputs, Test Logs, and Test Summary Reports and defect summery report.
• Extensively written SQL queries to perform back-end testing.
• Parameterized QTP scripts for use with varied, controlled test input values (runtime-generated, user-defined, or from data sources).
• Developed and maintained QTP scripts for Functional, Sanity and Regression testing.
• Actively participated in test case automation using a structured, key word driven framework with QTP.
• Worked with UAT testing team with users along with providing training to end-users.
• Sent the reports to all team members with Daily Status to track the updates in testing.
• Prepared test data and exported to a data pool in rational functional tester; carry out User acceptance testing and execution.
• Monitored project plan execution and project metrics reporting.

Bachelor's - Business Administration - Mirpur Collage of Dhaka (Under National University, Gazipur, Bangladesh) (2014-12)